About this role
We are looking for a Agentic UX/Converation Designer to join our team!
Our client is Azerbaijani telecommunications company and the largest mobile network operator in Azerbaijan. The main products are: Fixed telephony, Mobile telephony, Internet services, Wireless broadband, and Value-added services. The primary goal is to accelerate the client’s Data & AI initiatives via a secure, hybrid cloud foundation on AWS while systematically modernizing the IT estate as part of the AWS MAP 2.0 program.
Key Project Objectives include:
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Cloud Foundation & Landing Zone: Deploy target hybrid network architectures, establishing a secure AWS Landing Zone Accelerator (LZA) and hybrid Data/AI platforms on AWS.
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Security, Compliance & Sovereignty: Operationalize on-premises data de-identification and Format Preserving Encryption (FPE) tokenization (achieving zero raw PII in the cloud), fully adhering to Azerbaijani Personal Data Law No. 998-IIIQ and Critical Information Infrastructure Rules (Resolution No. 229).
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AI Chatbot & Real-Time Voicebot Implementation: Develop and operationalize a flagship Customer Care Voicebot (STT → LLM → TTS pipeline) and Agentic Chatbot targeting < 2.0s conversational voice latency and ~200 rps throughput as the first hybrid-setup consumer.
Responsibilities
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Lead end-to-end conversational UX and dialogue design for the client’s flagship Customer Care Voicebot and Agentic Chatbot across speech (Avaya) and digital channels (Genesys, Mobile App).
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Define, document, and refine conversational voice personas, turn-taking behavior, barge-in rules, fallback strategies, and human-agent escalation logic across all customer care journeys.
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Craft, test, and optimize prompt engineering strategies for conversational LLMs/SLMs (Amazon Bedrock, SageMaker) specifically tuned for spoken interactions and multi-turn dialogue in Azerbaijani.
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Map multi-agent supervisor/specialist hand-off workflows, intent routing logic, tool invocation contracts (MCP gateways / APIs), and RAG knowledge base retrieval paths in close collaboration with AI Engineers and Architects.
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Partner with Business Analysts, Contact Center SMEs, and CVM teams to integrate offer decisioning contracts, CVM uplift model scores, and Next-Best-Offer (NBO) campaign outputs directly into bot dialogue decision layers.
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Establish dialogue NFR baselines, user experience acceptance criteria, and quality metrics to help guarantee round-trip conversational voice latency < 2.0 seconds.
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Perform prompt engineering, regression testing, and evaluation harness benchmarking for prompt/agent version updates using Amazon Bedrock AgentCore and prompt management tools.
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Collaborate with data labeling and customer care teams to review call/chat transcriptions, analyze intent drop-offs, dialect edge cases, and dissatisfaction signals to continuously iterate dialogue flows.
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Design guardrails, content safety mechanisms, and privacy-compliant interaction flows (ensuring zero raw PII exposure and full adherence to Azerbaijani Personal Data laws).
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Support User Acceptance Testing (UAT), regression testing, and production hypercare for customer care conversational AI flows within the program's Work Breakdown Structure (WBS).
Requirements
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3+ years of hands-on experience as a Conversation Designer, Agentic UX Designer, Voice UX Designer, or Technical Business Analyst specializing in conversational AI, voicebots, and chatbots.
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Strong domain knowledge of real-time voicebot/chatbot architecture, including STT (Speech-to-Text / Whisper ASR), LLM dialogue orchestration, and TTS (Text-to-Speech) pipelines.
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Deep expertise in dialogue flow mapping, prompt engineering for spoken LLM interactions, voice persona design, turn-taking, barge-in behavior, and fallback/escalation logic.
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Solid understanding of generative AI agent frameworks, multi-agent orchestration (supervisor/specialist hierarchies), RAG retrieval flows, and tool/action contracts (Model Context Protocol / MCP gateways, APIs).
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Practical experience with contact center and telephony platform integrations (Avaya voice telephony, Genesys omnichannel chat, mobile app interfaces).
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Hands-on experience with prompt testing, prompt versioning, evaluation harnesses, and LLM benchmarking tools (e.g., Bedrock AgentCore, PromptOps, MLflow, or custom evaluation frameworks).
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Strong capability as a technical business analyst—translating business requirements, CVM campaign rules, and contact center KPIs into actionable technical dialogue specifications.
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Familiarity with data privacy standards, PII masking, guardrails, and content safety in conversational interfaces.
Nice to have:
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Experience with AWS AI services and platforms (Amazon Bedrock AgentCore, SageMaker, Bedrock Guardrails, Knowledge Bases).
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Experience in Azerbaijani or Turkic language NLP, speech nuances, and dialectical speech data processing.
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Experience with CVM (Customer Value Management) offer decisioning, propensity/churn models, and Next-Best-Action (NBA) integration in customer care channels.
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Experience in telecom domain customer care processes, IVR tree migration, and agent-assist workflows.
Soft Skills & Team Fit:
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Excellent analytical, communication, and stakeholder management skills to articulate complex technical concepts to business and engineering teams alike.
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Strong user empathy with a passion for designing natural, efficient, and engaging conversational user experiences.
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Proactive mindset with strong ownership within an Agile / Scrum framework and WBS-driven delivery cadences.
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Upper-Intermediate+ English level (written and spoken).
We offer:
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Flexible working format - remote, office-based or flexible
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A competitive salary and good compensation package
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Personalized career growth
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Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
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Active tech communities with regular knowledge sharing
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Education reimbursement
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Memorable anniversary presents
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Corporate events and team buildings
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Other location-specific benefits
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not applicable for freelancers